Why are customers being double charged?


Latest update: - Nathan Payne

Question

Why are customers sometimes overcharged when using card payment via our integrated card terminal?

Setup

  • Vend for Mac or PC
  • Vend for iPad 

Answer

Double charges normally occur when the sale is approved on the terminal or at the payment providers authorization platform, but an issue (commonly related to the internet connection or when Vend crashes) stops that information being brought over to Vend.

When this happens, the user will be taken back to the Sell Screen to show we didn’t receive a status (e.g. Approved or Declined) from the terminal or payment provider.

The terminal and payment provider’s batch reporting should always be the source of truth in this situation.

1. If you are not sure if the transaction was approved/declined in Vend or on the terminal, it is best to contact your payment provider. You may want to collect another form of payment from the customer in the event Vend, the terminal or payment provider did not receive the first request. However, it is important to refund any duplicate transactions quickly to reduce the risk of a chargeback dispute.

2. If you see that the payment was approved on the terminal but Vend doesn’t have a record of that, you need to close off the sale manually using the steps listed in the article below. 

If the sale is declined on the terminal, you’ll know to charge the customer again via Vend.

Additional Information

How to close off a sale when the payment has already been approved on payment terminal